• Report: #181644

Complaint Review: Dell Preferred Account

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  • Submitted: Thu, March 16, 2006
  • Updated: Mon, June 22, 2009

  • Reported By:troy New York
Dell Preferred Account
Po Box 6403 Carol Stream, Illinois U.S.A.

Dell Financial Account Ripoff charged me a late fee when payment was on time Carol Stream Illinois

*Consumer Suggestion: to Thomas

*Consumer Suggestion: why is it

*Consumer Suggestion: Late Fees-How to avoid them

*Author of original report: reply

*UPDATE EX-employee responds: not that it's any of your business

*Consumer Comment: Paris... you are so supportive of Dell

*REBUTTAL Individual responds: 2nd response to paris

*REBUTTAL Individual responds: 2nd response to paris

*REBUTTAL Individual responds: 2nd response to paris

*REBUTTAL Individual responds: 2nd response to paris

*REBUTTAL Individual responds: response to paris

*UPDATE EX-employee responds: Y'all are funny

*UPDATE EX-employee responds: Your Lucky they Gave you a Credit At All

*REBUTTAL Individual responds: Dell Financial is actually owned by a company called CIT GROUP INC.

*Consumer Comment: This is why I will never buy a Dell

*Consumer Comment: Thomas your reasoning is flawed

*Consumer Comment: Thomas your reasoning is flawed

*Consumer Comment: Thomas your reasoning is flawed

*Consumer Comment: Thomas your reasoning is flawed

*REBUTTAL Individual responds: Barb, I'm not a legal expert, but your only alternative may be small claims court.

*REBUTTAL Individual responds: Barb, I'm not a legal expert, but your only alternative may be small claims court.

*REBUTTAL Individual responds: Barb, I'm not a legal expert, but your only alternative may be small claims court.

*REBUTTAL Individual responds: Barb, I'm not a legal expert, but your only alternative may be small claims court.

*Consumer Comment: Thomas... you asked..

*Consumer Comment: for thomas

*UPDATE Employee: Thomas....

*Consumer Comment: reply

*Consumer Comment: reply

*Consumer Comment: reply

*Consumer Comment: The customer is always wrong!

*Consumer Suggestion: The customer is always right

*Author of original report: ANSWER TO TESS

*UPDATE Employee: So why are you upset?

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In february 2006 i sent in a payment that was a dollar short. when i received my april bill, there was a late charge of $35.00 for march, when in fact, the march bill was paid on time. I called Dell on this and asked why i was charged a late fee for march. I was informed by a female, who probably was from india, that i was a dollar short on my payment in february. I asked her what does a late fee have to do with a dollar short payment in feb. She was very sorry that this had happen and is going to credit my account. I just want to warn anyone out there who has a Dell account, to really check out your bills. It also ticks me off that the out source so much.

Thomas
Troy, New York
U.S.A.

This report was posted on Ripoff Report on 03/16/2006 07:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Preferred-Account/Carol-Stream-Illinois-60197/Dell-Financial-Account-Ripoff-charged-me-a-late-fee-when-payment-was-on-time-Carol-Stream-181644. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 23Consumer 10Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

to Thomas

AUTHOR: Dee - (U.S.A.)

Learn how to read: I copied and pasted this from your post above:

Thomas
Troy, New York
U.S.A.

response to paris
I think you ought to look before you leap. Go to dell financial website and see who owns who. To help alleviate the financial burden of investing in technology, Dell inc, and Newcourt credit group, inc (acquired by CIT in November 1999) founded dell financial services L.P. (DFS) in the spring of 1997.


That means that CIT acquired Newcourt credit group, NOT dell (DUH)
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#2 Consumer Suggestion

why is it

AUTHOR: D K - (U.S.A.)

When a poster is wrong and still wants to b*tch about something and people point out to them that they are wrong, those people "must be" employess of the co the poster is whining about? Seems to happen all the time when the original poster is an idiot.

And who asked for opinions? are you serious?? you posted in a PUBLIC forum moron. geesh.
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#3 Consumer Suggestion

Late Fees-How to avoid them

AUTHOR: Christine - (U.S.A.)

Your "payment due" needs to be paid in FULL by the due date.

If it is a one time error, MOST companies will refund the late fee charge.

If this is your 1st "late" payment, make the request. Dell has not done anything wrong.
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#4 Author of original report

reply

AUTHOR: Thomas - (U.S.A.)

OK Paris, if it is none of our business, then why did you reply????
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#5 UPDATE EX-employee responds

not that it's any of your business

AUTHOR: Paris - (U.S.A.)

I moved on to another company for more pay.
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#6 Consumer Comment

Paris... you are so supportive of Dell

AUTHOR: Robert - (U.S.A.)

Since you are so supportive of Dell, why are you responding to my post which was done at YOUR request?

http://badbusinessbureau.com/reports/ripoff194150.htm
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#7 REBUTTAL Individual responds

2nd response to paris

AUTHOR: Thomas - (U.S.A.)

If you are defending dell so much, why aren't you still working for them?? You act as thought dell is the best thing since sliced bread.
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#8 REBUTTAL Individual responds

2nd response to paris

AUTHOR: Thomas - (U.S.A.)

If you are defending dell so much, why aren't you still working for them?? You act as thought dell is the best thing since sliced bread.
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#9 REBUTTAL Individual responds

2nd response to paris

AUTHOR: Thomas - (U.S.A.)

If you are defending dell so much, why aren't you still working for them?? You act as thought dell is the best thing since sliced bread.
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#10 REBUTTAL Individual responds

2nd response to paris

AUTHOR: Thomas - (U.S.A.)

If you are defending dell so much, why aren't you still working for them?? You act as thought dell is the best thing since sliced bread.
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#11 REBUTTAL Individual responds

response to paris

AUTHOR: Thomas - (U.S.A.)

I think you ought to look before you leap. Go to dell financial website and see who owns who. To help alleviate the financial burden of investing in technology, Dell inc, and Newcourt credit group, inc (acquired by CIT in November 1999) founded dell financial services L.P. (DFS) in the spring of 1997.
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#12 UPDATE EX-employee responds

Y'all are funny

AUTHOR: Paris - (U.S.A.)

First let me start by saying the obvious. $1 short is still short. Yes fool you will get a late fee. Next time try to live up to your obligations and pay yo bills. Who cares if they outsource. That should have nothing to do with the fact that yall sent your checks in late, or to the wrong address, or left off your account number, or paid less than the agreed amount.

READ YOUR TERMS OF CONTRACT! DFS owns DFS, CIT is the lender. You know just like when you buy a car and the lender is a credit union. That doesn't mean they own the dealership. Oh and Dell doesn't send people to pick up your computer. Yall need to quit complaining yall screwed up. Get over it. And DFS is located in both Austin and Round Rock TX.
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#13 UPDATE EX-employee responds

Your Lucky they Gave you a Credit At All

AUTHOR: Ginger - (U.S.A.)

First I worked for Dell Financial Several Years ago at an outsource in Lake City Florida, so not all outsourcing is overseas and Texas is not the only American outsource.

Second, we never transferred calls to a supervisor. We put the customer on hold and raised our hand and waited and waited and waited some more for a supervisor.

It was very RARE that any credits were given and in the case of Dell Financial Returning Funds that were overpaid on accounts it doesn't happen unless the customer calls and complains. Example customer calls in says she over paid her account, wants a refund. Rep tells her it will take 30-60 days for refund check. Cust. replies NO you have had my check for more than 3 months I want an immediate refund. Call is escalated and supervisor takes call. No problem you will have your check in 3 days.

Well 2 weeks later she is calling again still not check. She sent a check for $4 million dollars instead of $400,000 the check cleared account was listed as paid but Dell never willingly returned her funds and after requesting said funds it still took her 30 days or more to receive them. You would think when a company spends that much with Dell that they would be willing to compensate the customer immediately this is not the case.

Dell Financial never routed the numbers correctly. And when you advised the customer that they were in the wrong department you got cussed out and told no I don't want to be transferred I want you to help me.

Well I worked in Dell Small Business. I had no access to personal accounts so I could not help even had I wanted to.

Further more the customer is requested to enter their account number prior to speaking with a rep so that their wait time is decreased well at our call center our phones did not have a dislplay screen that worked therefore the first thing we had to ask for was their account number. Customers in general don't appreciate this and they let you know it.

We were told never give a credit unless approved by a supervisor. That increases the customers wait time and the rep's call time which according to Dell should be 5 mins or less or no raise for the rep

In short Dell Financial Has some of the crappiest customer service I have ever seen.

Just my cent's.
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#14 REBUTTAL Individual responds

Dell Financial is actually owned by a company called CIT GROUP INC.

AUTHOR: Thomas - (U.S.A.)

Dell Financial is actually owned by a company called CIT GROUP INC. They are a leading commercial and consumer finance company. Their headquarters are located at 505 5th ave in new york city. If you are leasing dell equipment, you are actually leasing from CIT.
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#15 Consumer Comment

This is why I will never buy a Dell

AUTHOR: Robert - (U.S.A.)

their products are crap, their service sucks and their "seperate company" Dell Perferred Fiancial, is a joke.

A number of years ago I had my identity stolen. The slime opened an account with Dell. When notified, Dell REFUSED to work with either me or the police to track down the person responsible. About a year and a half ago, a number of residents at a nursing home I worked with were also victims of identity theft. Again, Dell REFUSED to help in the investigation.

I will NEVER buy a Dell.
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#16 Consumer Comment

Thomas your reasoning is flawed

AUTHOR: Aafes - (U.S.A.)

Thomas, your reasoning is flawed.

"Even if i was a dollar short on that payment, you don't charge a late charge. You inform that person that the payment was a dollar short."

Minimum payment due has a meaning. The payment is required by your loan contract. I am certain the contract also stated, clearly, that if the payment was not received you would pay a late charge. The late charge was assessed in March because you were given until the end of the billing cycle to make a full payment. When your account cycled into March, a late fee was added as full payment was not received.

You stated the late fee was credited - you have no beef here. As for your "customer is always right" theory, it is not a financially viable policy for any business. If you were to take this theory literally as a business owner you would quickly find your doors closed.

I no longer buy Dell products. Not because of billing/payment problems but because of my experience with poor quality. I have found the customer service representatives, from India, to be knowledgeable and polite - despite the restrictions put on them by Dell to help a customer.

I am the owner of a $1200 Dell laptop that is now a paperweight. In less than a year the connection (part of the system board) at which the power supply/charger is plugged into the laptop simply snapped off and now rattles around inside the system. Dell's response was that they had NEVER had the problem reported with this model despite EXACT duplicates of the occurrence in a "laptop forum" which they link to from their own website. They refused the repair, even under warranty.
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#17 Consumer Comment

Thomas your reasoning is flawed

AUTHOR: Aafes - (U.S.A.)

Thomas, your reasoning is flawed.

"Even if i was a dollar short on that payment, you don't charge a late charge. You inform that person that the payment was a dollar short."

Minimum payment due has a meaning. The payment is required by your loan contract. I am certain the contract also stated, clearly, that if the payment was not received you would pay a late charge. The late charge was assessed in March because you were given until the end of the billing cycle to make a full payment. When your account cycled into March, a late fee was added as full payment was not received.

You stated the late fee was credited - you have no beef here. As for your "customer is always right" theory, it is not a financially viable policy for any business. If you were to take this theory literally as a business owner you would quickly find your doors closed.

I no longer buy Dell products. Not because of billing/payment problems but because of my experience with poor quality. I have found the customer service representatives, from India, to be knowledgeable and polite - despite the restrictions put on them by Dell to help a customer.

I am the owner of a $1200 Dell laptop that is now a paperweight. In less than a year the connection (part of the system board) at which the power supply/charger is plugged into the laptop simply snapped off and now rattles around inside the system. Dell's response was that they had NEVER had the problem reported with this model despite EXACT duplicates of the occurrence in a "laptop forum" which they link to from their own website. They refused the repair, even under warranty.
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#18 Consumer Comment

Thomas your reasoning is flawed

AUTHOR: Aafes - (U.S.A.)

Thomas, your reasoning is flawed.

"Even if i was a dollar short on that payment, you don't charge a late charge. You inform that person that the payment was a dollar short."

Minimum payment due has a meaning. The payment is required by your loan contract. I am certain the contract also stated, clearly, that if the payment was not received you would pay a late charge. The late charge was assessed in March because you were given until the end of the billing cycle to make a full payment. When your account cycled into March, a late fee was added as full payment was not received.

You stated the late fee was credited - you have no beef here. As for your "customer is always right" theory, it is not a financially viable policy for any business. If you were to take this theory literally as a business owner you would quickly find your doors closed.

I no longer buy Dell products. Not because of billing/payment problems but because of my experience with poor quality. I have found the customer service representatives, from India, to be knowledgeable and polite - despite the restrictions put on them by Dell to help a customer.

I am the owner of a $1200 Dell laptop that is now a paperweight. In less than a year the connection (part of the system board) at which the power supply/charger is plugged into the laptop simply snapped off and now rattles around inside the system. Dell's response was that they had NEVER had the problem reported with this model despite EXACT duplicates of the occurrence in a "laptop forum" which they link to from their own website. They refused the repair, even under warranty.
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#19 Consumer Comment

Thomas your reasoning is flawed

AUTHOR: Aafes - (U.S.A.)

Thomas, your reasoning is flawed.

"Even if i was a dollar short on that payment, you don't charge a late charge. You inform that person that the payment was a dollar short."

Minimum payment due has a meaning. The payment is required by your loan contract. I am certain the contract also stated, clearly, that if the payment was not received you would pay a late charge. The late charge was assessed in March because you were given until the end of the billing cycle to make a full payment. When your account cycled into March, a late fee was added as full payment was not received.

You stated the late fee was credited - you have no beef here. As for your "customer is always right" theory, it is not a financially viable policy for any business. If you were to take this theory literally as a business owner you would quickly find your doors closed.

I no longer buy Dell products. Not because of billing/payment problems but because of my experience with poor quality. I have found the customer service representatives, from India, to be knowledgeable and polite - despite the restrictions put on them by Dell to help a customer.

I am the owner of a $1200 Dell laptop that is now a paperweight. In less than a year the connection (part of the system board) at which the power supply/charger is plugged into the laptop simply snapped off and now rattles around inside the system. Dell's response was that they had NEVER had the problem reported with this model despite EXACT duplicates of the occurrence in a "laptop forum" which they link to from their own website. They refused the repair, even under warranty.
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#20 REBUTTAL Individual responds

Barb, I'm not a legal expert, but your only alternative may be small claims court.

AUTHOR: Thomas - (U.S.A.)

I just paid off my dell computer and sent it back to them. Once you get this settled, I believe you can send the computer back to them at your expense, and pay a fee to dell. Next there are plenty of computer companies on the internet that will build a computer for you with your specifications. Dell's better computers are over priced. Their cheaper computers, say around $300-$500 dollars are junk. GOOD LUCK.
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#21 REBUTTAL Individual responds

Barb, I'm not a legal expert, but your only alternative may be small claims court.

AUTHOR: Thomas - (U.S.A.)

I just paid off my dell computer and sent it back to them. Once you get this settled, I believe you can send the computer back to them at your expense, and pay a fee to dell. Next there are plenty of computer companies on the internet that will build a computer for you with your specifications. Dell's better computers are over priced. Their cheaper computers, say around $300-$500 dollars are junk. GOOD LUCK.
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#22 REBUTTAL Individual responds

Barb, I'm not a legal expert, but your only alternative may be small claims court.

AUTHOR: Thomas - (U.S.A.)

I just paid off my dell computer and sent it back to them. Once you get this settled, I believe you can send the computer back to them at your expense, and pay a fee to dell. Next there are plenty of computer companies on the internet that will build a computer for you with your specifications. Dell's better computers are over priced. Their cheaper computers, say around $300-$500 dollars are junk. GOOD LUCK.
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#23 REBUTTAL Individual responds

Barb, I'm not a legal expert, but your only alternative may be small claims court.

AUTHOR: Thomas - (U.S.A.)

I just paid off my dell computer and sent it back to them. Once you get this settled, I believe you can send the computer back to them at your expense, and pay a fee to dell. Next there are plenty of computer companies on the internet that will build a computer for you with your specifications. Dell's better computers are over priced. Their cheaper computers, say around $300-$500 dollars are junk. GOOD LUCK.
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#24 Consumer Comment

Thomas... you asked..

AUTHOR: Robert - (U.S.A.)

the people who responed "who asked for thier opinioin.." Well, YOU DID. If you post here, you will get a response. If you are wrong, people will tell you that.. if youre right, people will tell you that too..

Get over it.
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#25 Consumer Comment

for thomas

AUTHOR: Barb - (U.S.A.)

ok I had paid off my computer with dell financial. They (dell lost the payment) they posted it a year later. They are charging me late fees out the bottom and now they have people calling yelling at me saying they are sending people to my home to pick up a computer I paid off. Is that common practice?

They called so much at work after I sent them copies of the payment I made, I was put on probation. They have ruined my credit and i'm tired of being threatend I told them I will see them in court and all they do is yell at me and say they are sending men to my house to pick up the computer. To which I had to replace the hard drive the monitor and everything with it.

I told them to quit threatening me and I would see them in court. Sstill they call threatening me. I have 4 kids yet for me it is scary the conversations and the way they get. And I have proved over and over I payed the computer off.

How do I stop that! I do not have the money for an attorney. What is your advice on that. They did get my payment that I made in april of o4 they posted it in january of 05. They are scarying me. they belittle you i'm tired of it. What is your advice. IT IS ALL LATE FEES AND INTEREST ON A PAYMENT THEY LOST!!
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#26 UPDATE Employee

Thomas....

AUTHOR: T - (U.S.A.)

In defenseof the other posters, I doubt they are Dell employees by their locations.

I will be happy to explain our automated system for payment posting. Dell Financial is a very large company. The number of payments we receive every month is truly amazing, in the hundreds of thousands. When a payment is received, the account is not thoroughly reviewed. This would not be efficient as most payments require no research. If we were to do that, it would literally take months for each of your payments to be reflected on your statements. So, the check is cashed and applied to the account. No problem? Well, occasionally a mistake happens like the one the original poster wrote about. Our automated system will go through and "batch" on due dates. Either we received the minimum monthly payment, or we did not. If you send $34.99, our system will not recognize it as 35.00 and you will be assessed the fee.

That is where the human element comes in. If a customer calls in, whether they are routed to India, Manila, or here to Austin, we will review the account. As long as the customer has a good history with us and it appears an honest mistake we refund the fee without question. We are consumers too and all realize a mistake will happen. That is why we would not penalize a customer in that situation.

As far as our outsourcing, what can be said? Sure, it is hard to understand some representatives' accents. (In my job, I talk to them all day. Some you cannot tell they aren't in the States.) Yet, customers seem to like the lower prices they allow. I make between 6-10 times what someone in India would per hour. If all of our reps were stateside, we would have to: 1) charge you more to make profits and stay in business and appease the shareholders, 2) have less representatives and therefore much longer hold times for even simple questions which results in 3) lower quality service for our consumers.

Dell Financial (keep in mind we are separate from Dell) has a policy that if the customer wants to speak to someone in Austin they can. Yes, they will put you on hold. You will be on hold for a while as all escalation calls go to a supervisor and there are very few to take those calls. Yet, you will get to speak to someone in Austin about your concern.

So I do not understand why you are so angry? I have worked for several companies in a customer service capacity and very few have ever taken customer experience so personally. In fact, most companies would have told their customer to pay their full bill next time and not waived the fee.

Cheers!
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#27 Consumer Comment

reply

AUTHOR: Thomas - (U.S.A.)

the people who responded to my complaint, must all be dell employees. Anyway, who asked for their opinions.
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#28 Consumer Comment

reply

AUTHOR: Thomas - (U.S.A.)

the people who responded to my complaint, must all be dell employees. Anyway, who asked for their opinions.
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#29 Consumer Comment

reply

AUTHOR: Thomas - (U.S.A.)

the people who responded to my complaint, must all be dell employees. Anyway, who asked for their opinions.
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#30 Consumer Comment

The customer is always wrong!

AUTHOR: Robert - (U.S.A.)

That idiotic "customer is always right" nonsense was started by Gordon Sefridge. He founded his own chain of stores.

He died penniless.

Get it?
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#31 Consumer Suggestion

The customer is always right

AUTHOR: Christine - (U.S.A.)

Except when they're wrong.
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#32 Author of original report

ANSWER TO TESS

AUTHOR: Thomas - (U.S.A.)

I know that dell out sources and that puts people in this country out of a job just to save a few bucks. Even if i was a dollar short on that payment, you don't charge a late charge. You inform that person that the payment was a dollar short. I have spent alot of money with Dell over the years, and what is the old saying, "the customer is always right"
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#33 UPDATE Employee

So why are you upset?

AUTHOR: Tess - (U.S.A.)

Thomas,

I admit, I am baffled as to why you are upset. You stated that you made a mistake and paid a short payment. Any payment less than your minimum monthly payment is not considered a full payment. Yet, when you called the person you spoke to was polite and, as a courtsey, waived the late fee despite the fact that the mistake was not that of the company. Why are you upset? That is excellent customer service.

Yes, Dell and Dell Financial both outsource. Most large companies do to keep their prices down. They can get workers who are just as, if not more skilled, than they can get here for less money. Then, they charge you- the consumer- less. Dell Financial has a company policy that anytime a customer wants to speak to an American rep (we are in Austin, Texas) all they need do is ask. Our reps in India or Manilla are trained to put the customer on hold and transfer. It might mean a hold time for the customer, but it is a service offered.

So how is this a ripoff, and not an honest mistake by the customer and fee graciously waived by the company for a good customer?


Warmest Regards,
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